WheelsUp

One signs with a charter company to avoid the hassle and unpredictability of flying commercial. You don't get that anymore with Wheels Up. I've been a member for a number of years, and before the Pandemic, they were a good company. Now they have forced me to cancel, or at least delay, three of my last four flights. I will do what I can to cancel my membership.

They started off really good for the first couple of years we were members, but left us high and dry on the last three trips. When you see 'Wheels Up' in your caller ID the night before your trip, I assure it's not good news. Plus, they claim they will try to find you a charter aircraft to substitute, but we found out that's not true at all. Several charter brokers showed us how the 'flight board' works around the country and they may only try one time. We cancelled, just no longer any trust.

I have been a member and frequent flyer of WheelsUp since 2014. On numerous occasions, the staff in operations and flight day have gone beyond my requests to make the experience as enjoyable and memorable as they could. The cleanliness of the planes and the accommodations on board are second to none. Both short leg flights and longer 2 hour plus flights have been accommodated and whether it be long planned trips or last minute jaunts to the beach, WheelsUp has accommodated and made it happen. I look forward to continuing to use them for my family and my business travel needs.

We bought a card and out of 6 flights, 5 were either delayed multiple times, or they wanted to change airports or totally cancelled flight. Reasons: runway to wet to land, too many planes in the air, flight crew, mechanical troubles, plane stuck in tarmac, etc.
For the money, horrible, horrible service. Better off flying commercial, at least you have a better chance of arriving to your destination on time.

It's been three weeks now and I have still NOT gotten my money back for the flight they cancelled and could not recover due to mechanical. This is despite having written correspondence with a client service rep telling me in writing they were going to refund me. I'm shocked that a company that is 25% owned by a major airline and publicly traded can't process a timely refund.

Planes never have wifi and are always delayed hours. Why pay tens of thousands of dollars for such a terrible experience. I highly recommend finding a different company to charter with. You will get frustrated beyond belief. Stay away!

Unfortunately, a very good concept with a pathetically poor execution. I wonder how Delta airlines lets their brand be associated with such a poor performer.
Unable to keep schedules of flights booked two weeks in advance. It is only comparable to a third world airline service.
Eventually their stock price will catch up with their performance record.
Highly do not recommend it.

I wanted to update my review for Wheels up as we have seen some improvement. We have flown at least twice since the debacle in June. Both times the the flights have been uneventful and very pleasant. As always the flight crews are great! Also the customer service dept seems to be acting more proactive. We did have a few issues on our car rentals at our destinations and they were on top of it. I am hoping these changes are permanent. Our decision to recommit has not been made but I am slightly more likely to give it a go again.

We were very excited about the prospects of using this service. The last three trips have been delayed, we have been downgraded on planes. Currently I am waiting after the THIRD delay for a family trip and they are now saying we will have to schedule in the am...Do not put your money in this company. NOT WORTH the frustration, which is saying a lot since commercial travel is so fun these days!

The worst private experience we've ever had. Failure to check aircraft upon arrival and finding a "bald" tire prior to take-off rendered our flight a "no go". Fine… would rather be safe than sorry. But after many conversations with Wheels Up agents who preferred to B. S. us rather than give us an honest answer, and many hours of lost time for my group of 7, we were basically told to find our own commercial flights back home. Nine hours and thousands of $$ later, we made it home, in scattered arrivals on various airlines. Zero apology from management, zero communication now weeks later, …crickets. Will never fly with them again and am cancelling my account - highly recommend all others do the same. They were great to deal with when they wanted our $$$, but managers turned unresponsive when issues arose. Also failed to ever confirm promised benefits when we upgraded our account - more than one year later. Unprofessional business behavior.

I have been a member for several years. In the last 6 months all of my flights have been on time and all of the pilots have been great. I feel like they worked out a lot of the bugs since COVID.

The worst customer service ever. In 3 flights we have town one was delayed 2 hours coming from Hopkins to Cuyahoga country and the second flight the pilot went off the runway to "avoid geese" and the plane was not flyable. They left us and our 6 children in the middle of nowhere overnight and my husband has health issue and was without his medication. For 3 weeks now we have been trying to get a response from management but to no avail. They have no concern for the time and well being and safety of their customers. I would fly spirit before using them again.

Each time we use WU, there is a significant delay. It has become the norm rather than the exception. One maintenance issue disrupts their fleet, causing far too many disruptions than is acceptable. Their crews are always kind, but they fail miserably in customer service and operations.

Melanie did what she said she would do. She got me a first rate trucker, but she initially quoted one price and the actual price was $400 more. (Also, the car arrived 1 day late — but that was not in her control.)

We book short haul flights for US to Canada for elderly family members Wheels up cancelled 3 out or 4 flights in a row Last flight the pilot forgot his passport and they had to land the plane within 20 minutes of takeoff A 45 minute flight ended up taking 7 hours (and driving would have been shorter) They are terrible They refuse to refund us for this flight or return our deposit even though they are no longer able to provide the service we signed up for Do not pay for this service utterly unreliable

Do not sign up with this company. It's been three days and our flight still has not arrived. Do I need to say more.

Wheels UP is amazing! A membership not only allows you access to their incredible fleet of luxurious King Air planes, but provides a plethora of events and networks that I would never have had access to it otherwise. I am never flying Private again!

We were previously with Delta Private Jets and enjoyed wonderful service and convenience. Since Wheels Up has taken over its been problem after problem including canceled flights, delayed flights and airport changes just 5 hours before the flight. It defeats the entire purpose of private air travel if it looks and behaves the same as commercial. All of this with increased prices and increased limits on usage. The demand is high right now due to all the cheap money, but eventually the unacceptable service will ruin this company.

My first two flights were canceled so I flew commercial; they refused to take off from and land at my home base airport (as promised) which is "conditional" but available on clear days; they booked me, on several occasions, to depart out of and land in the wrong states because they were careless (correct city name, wrong state); and they overcharged on fuel surcharges, even according to their own formula. Broken promises, sloppy, oversold, brokered flights…Don't sign up with this company. You will be terribly upset every time you go to book a flight. I ultimately received a refund for my contract balance, less the overcharge for fuel.

This is not a review about a purchase but a review about an experience with staff. Horrible van driver and customer service. Aggressive maintenance van did not allow multiple cars to merge, honking horn and riding bumpers from Napa valley to Sacramento/Concord area. If this is how the support staff behave, imagine what happens in the air. Stay away from this company.

I am shocked Delta airlines lets their brand be associated with such a poor performing service. All four of my last 4 flights had delays or errors. Customer service unprofessional and petulant as if they are doing the customer a favor by fixing delays they have caused. Generally, the options are either commercial, multi-hour delays (8 hours on one incident) or drive 2 hours to new airport. I was an early investor in Wheels Up but do not believe this model will last. You cannot charge a premium for high service event and then consistently fail. I would recommend first trying other private options.

Well, since being forced to join after DPJ merger. We are batting about 60% regarding WU actually delivering an aircraft for our trips. Last week, we had another "maintenance event" which caused WU to cancel our flight. It was 1.5 hours before scheduled take off. No commercial fights available and no other alternatives offered. We had to drive 11 hours to our destination, and unfortunately, missed some important family obligations.

I have tied wheels up twice now, each time they said at the last minute that they can't fly the trip I had booked and paid for. You will go through hell trying to get your money back. Don't fund their coming bankruptcy, find another company to charter with.

Beware this reportedly failing enterprise - the press is uniformly bad. And members are panning it even more these days. I got it at the $100,000 level, and it is one fight after another trying to get them to honor their commitments. As others have said on this forum, they could care less about their members. I guess when you're trying to stave off insolvency, anything goes. So the point here is, read the contract VERY carefully before you put any money up. It is rife with fine print that allows them to increase your hourly rate by 30% or more for short flights.
Better still, look at any of the dozen of more reputable firms out there offering this product.